Defect in Star Seller Calculations

[WhirligigsWest]

Frustrated in that Etsy seems to make this their access point for questions about their system, but here it is. One of the Star Seller calculations is on-time shipping with tracking. Yet, there is an option in the shipping to click that the item was hand delivered. In the past several months I have had two times this was an issue. One was to a customer in my own town of less than 150 people who I shipped a box with a piece of wood in it just for a tracking number. The second, just this past week was a customer living an hour and a half away on the same highway who was going to be passing through and who asked at the time of the order to be able to pick up the item. We met and the item was delivered. I didn't play any games with shipping a box knowing it was already in their hand. I simply checked in the options for shipping that it was hand delivered. Now i show less that 100% shipping because I served my customer in the way my customer(s) most desired. Etsy had communicated in the past that they were working on this, but so far it doesn't seem to be resolved.

[ChillwolfArt · Accepted solution]

Hi, yes that is how the Star Seller Metrics work. Tracking must be on every package.  What some Sellers are doing with hand delivered items; sending a copy of the Invoice, and enter the Tracking No. on that.  Sorry you were hit by this and hope this helps in the future.

[NanaLetha]

It’s not a defect. You must have tracking for star seller.

[ArtDollsbyJD]

Hand delivery does NOT count for star seller.  You can hand deliver but it will work against you.

There is no protection at all for hand delivery.  It loses all possible protection on Etsy.

IF Etsy told you they were working on it, you were misinformed.  Etsy is not going to make arrangements for hand delivery when it comes to the star seller for there is no proof of actual delivery.   Tracking to Etsy is proof of delivery by the seller.

[TickleYourWitch]

In fact Etsy said several times in the early days of SS they were working on a solution for local pickups and delivery. Of course we're still waiting.

[michellepatterns]

Hand delivery is nice for the buyer but a risk for you since they could easily file a chargeback.  You'll also have problems with your Star Seller metrics and there's also the time spent making delivery or pick up arrangements and the fuel costs if you do deliver the item.  IMHO, hand delivery is a bad idea for sellers.  I know if seems like you doing something nice and adding some value for the buyer but you are doing it at your own detriment.  

[audreytherese]

In my dashboard under the star seller Q&A's it says this under shipping: Adding tracking to all physical orders is one of the criteria for Star Seller if you’re in the US. If you mark an order as complete without adding tracking, it does not meet the requirement for Star Seller.

Hand delivered items do not have tracking. 

If they tell you they are 'working on this', then they are most likely just 'passing the buck' to get you to go away. I highly doubt they will be making any changes to this part of the required criteria. So please don't count on it being any different in the future. 

[bradgoodell · Accepted solution]

You must have missed this part from Etsy:  https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller

What if I offer local pick-up or delivery for my items?

At this time, orders that don't have tracking because they are delivered or picked up in person will be considered shipped without tracking, and will not meet the Star Seller criteria for shipping. 

Sorry you were blindsided by it.

[SugarTaffySoap]

You placed your shop on vacation. If I were you I would be more concerned about getting orders completed and shipped (with tracking) rather than posting in the forums? You can read about SS in your shop manager dashboard. Good luck.

[That70sChickVintage]

That seems a bit harsh.

The OP’s items are made to order. 
If you read his announcement, you can see he states he is busy handcrafting his items to ship within his specified time range & knows what he can complete within that time frame. 

It only takes a sec to ask a question here. I can understand his frustration. 

[TickleYourWitch]

I'm sure you have jobs you could be doing instead of posting here too. Lol. How's that laundry pile?

(Mine's about to topple  over). 

[PillowDetails]

I buy some supplies on a regular basis from an Etsy shop in my area.  Lots and lots, hundreds of $, for years.  I once asked if I could pick up my orders in person, and they never answered.  I accepted that as a no, and never pushed the issue.  They are a fantastic Seller, and am happy to pay the shipping and wait a day or two while the tracking shows my package go across the state to the sorting center, then make their way back to me.  I respect that not everyone is amenable to having to meet up with strangers, and take the time out of their day.  

I've hand-delivered orders a time or two in the past, when it was convenient for me.  I probably wouldn't do it now, just as a matter of security / privacy, and legality, not so much for the SS program.

[TastefulArtisan]

Over the years I've had a few requests for local pickup but thankfully not often. I live in a city where most won't even answer their doors if it's a stranger (or even if it's not!). There is a reason why 4 out of 5 houses have security cameras and/or ring doorbells (we have both) in our subdivision.

I once had, within the last year, a lady order who is quite literally less than 1/8th mile from me. She lives on the same street as my Grandparents. It's faster to walk it than drive it's that close.

She asked to pick up and I told her that Etsy requires a tracking number so basically, my mail carrier picked it up. The same mail carrier delivered it the nest day. She had no problem paying for shipping. Most don't. 

I prefer to not meet in person. I'm one of those that would be like...here's your hat, what's your hurry. Awkward.

Plus, I'm usually wearing something that is not outside appropriate. : )

[CappuccinoLace]

The ability for US sellers to mark an order as "no tracking required" is for the US streamlined shipping program, link below, and has no affect on Star Seller which is a different program, with different requirements.

https://www.etsy.com/seller-handbook/article/1020417808606#QT

[CuentaseHistorias]

Hola, tengo una tienda en Etsy y la insignia de vendedor estrella, el 99% del tiempo, pero este mes no me han dado la estrella en cuanto a reseñas.

Tengo 120 reseñas, en total, en mi tienda, y dos de ellas de 4 estrellas. Por qué no tengo la estrella en cuanto a las reseñas? no lo entiendo...

Lo veo injusto, porque creo que estoy dentro del porcentaje de 4,8 que pide Etsy. Qué ha pasado?

Saludos y gracias.

[CappuccinoLace]

@CuentaseHistorias  You only had 3 reviews in the last review period (March, april, may) equalling 14 stars. 14/3 = 4.6

[audreytherese]

Yes, the program only looks at reviews from the last 3 months, not the past year like the stars at the top of your page are a reflection of, and nothing is still using the ones from 2016 in any calculations. 

[WhirligigsWest · Accepted solution]

Thank you all for your comments. As an aside. I live in a county with a population of about 1600 people in a very rural area and have a very visible face-to-face primary vocation. My preference in life is always face-to-face, but in beginning to sell on Etsy in 2012 I accepted and even rejoiced in being able to ship my items much further than my arms can reach. I understand the Etsy policy for tracking numbers for Star Seller and that it takes Etsy out of closing the sale loop and increases my exposure. Thank you each for taking the time to respond.

[TickleYourWitch]

As a contrary opinion, I do lots of local pickups, though I don't deliver anymore. I have had zero issues. Now a lot of those people are regulars because the personal contact can make a difference. If you do enough volume you can handle a few and keep your SS. As a customer I'd be annoyed if I had to pay hefty shipping when I could just as easily pick up. Under $10 fine. 

Totally respect and understand why people don't want to. But some of the scare mongering is over the top and seems more based in fear of what could go wrong than experience in whether things actually do go wrong. I might get hit by a car too but I still drive.